On a slow day I really hear people. But this afternoon the queue was stacked twenty deep, and I caught myself cutting a woman off, answering the question I assumed she had instead of the one she was actually asking. She had to repeat herself twice. I was already three calls ahead in my head.
More people experience this than they realize.
When the queue piles up, you rush people and miss what they're really asking.
If this sounds familiar, the Library can help you find the bigger picture.